This topic provides answers to frequently asked questions about Avaya Proactive Outreach Manager (POM), and the use of the POM Pluggable Data Connector (PDC) to build Dialog Designer VXML based applications that integrate with POM flows and campaigns.
Avaya Proactive Outreach Manager system can currently only be deployed on a Voice Portal platform. Voice Portal 5.1 and later versions support Avaya Proactive Outreach Manager as a managed application. Avaya Proactive Outreach Manager provides a solution for unified, multi channel, inbound and outbound architecture, with the capability to communicate through different channels of interaction, from Short Message Service (SMS) to e-mail to the traditional voice and video.
Avaya Proactive Outreach Manager, 2.0 SP1, supports 4 distinct actions:
Scheduling in Avaya Proactive Outreach Manager is based on a customer's preferred time zone. For Example, if the settings MinContactTime and MaxContactTime are set to 9 am and 5 pm respectively, then these settings will be mapped according to a customer's time zone and the system makes outbound calls within that time interval.
Yes. Add more than one address node under the call action node, but do not set MinContactTime and MaxContactTime in the call action node. Instead specify a value for these parameters in address nodes.
For example, add one address node called HomePhone and another called OfficePhone, and in the first address node specify MinContactTime as 8 am and MaxContactTime as 10 am. In the second address node specify MinContactTime as 10:00:01 and MaxContactTime as 5 pm.
Dialog Designer applications can utilize a plug in, which utilizes the Pluggable Data Connector core framework, to interface and integrate with Avaya Proactive Outreach Manager flows and campaigns. The plug in enables seamless connectivity with Avaya Proactive Outreach Manager for various types of data exchange, and establishes a connection between Dialog Designer VXML based applications and a Avaya Proactive Outreach Manager server. This plug in can be incorporated in Dialog Designer applications in the same fashion as other available Dialog Designer connectors.
For additional information on the Dialog Designer plug in for Avaya Proactive Outreach Manager and the interfaces exposed by this component, refer to the document Developer's Guide for Pluggable Data Connector and Web Services, Release 2.0, June 2010.
Avaya Proactive Outreach Manager uses AvayaNotify and AvayaAgent applications to play text provided in the TextItem node under the NotificationText node. A configured Text to Speech engine can be used to play text in the NotificationText node. The notification ID in this node should be passed to the AvayaNotify or AvayaAgent applications.
Applications can use the multiple TextItem nodes with different language properties under NotificationText node. A default language can be set if a customer's preferred language does not match with any of the languages used in TextItem. If no preferred language is specified then application will use the default language.
Avaya Proactive Outreach Manager enables multi-lingual flows through the addition of multiple TextItem nodes (under a NotificationText node). Based on a customer's preferred language, text from a respective TextItem node will either be played or sent via email or SMS. If the customer does not have a preferred language or there is no TextItem for the customer's preferred language then the notification will be played in the default language set in the NotificationText node.
Avaya Proactive Outreach Manager uses the same NotificationText node for completing a Call & Mail or call & SMS action. The system, however, plays any HTML tags used in email during a Call action. Similarly if there are any SSML tags used for a Call action then the same literal text will be displayed in an email or SMS.
Subject property is only used with Email action. For SMS and Call actions this property is ignored. An email, however, transmits the value specified in the Subject property.
In a TextItem node, click on the Edit Text button and select an available attribute from the drop down. Select an attribute to be used in the notification and click on the Insert button.
For example: Type "Hello", select the Last Name attribute and click on Insert to add $lastName$ next to the "Hello". When the notification text is played, $lastName$ will be replaced by a corresponding value from the database.
ProactiveOutreach Manager Handler node is used to move execution from one action to another.
For example, if an outbound call goes unanswered after the specified number of retries then handlers can be used to direct the call to another action such as SMS. The above sequence can be accomplished by using two handler nodes; in the first handler node add a call action and in the second handler node add an SMS action.
For the call action, add results for Ring No Answer call dispositions and include an Add retry node under the result. Give appropriate values for all the properties for retry node. In the FailState property select the name of the handler added for the SMS action.
$NOW can be used in restrict and exception under override nodes in Value, MinValue or MaxValue properties. $NOW is evaluated according to the data type of the attribute with which it is used.
For Example, if $NOW is used with date datatype then it is evaluated as current date. If it is used with time datatype then it is evaluated as current time. If it is used with timestamp datatype then $NOW is evaluated as current date and time.
The default retry value for the OnMediaServerFailure setting, in a call action node, forces the system to make infinite attempts until a voice server is available. Changing the OnMediaServerFailure to no_retry marks the contact with a Media_Server_Failure disposition and transitions the flow to the next contact.
Avaya Proactive Outreach Manager installation provides the four applications for deployment on a Voice Portal server.
These applications are invoked by Avaya Proactive Outreach Manager campaigns and enable notifications to be played during a call. The applications and their functionality are listed below:
The steps outlined below are used to deploy Avaya Proactive Outreach Manager (POM) application on a Voice Portal 5.1 system:
http://<IP address of VPMS>/VoicePortal.
The steps involved in deploying POM applications are outlined below:
http://<application server ip>:7080/AvayaProactive Outreach ManagerAgent/Start
http://<application server ip>:7080/AvayaProactive Outreach ManagerAnnouncement/Start
http://<application server ip >:7080/AvayaProactive Outreach ManagerDriver/Start
http://<application server ip >:7080/AvayaProactive Outreach ManagerNotifier/Start
As a prerequisite, users must download and install Avaya Dialog Designer 5.1 and download the Dialog Designer Proactive Outreach Manager plug in from http://support.avaya.com.
The steps involved in installing a Dialog Designer Proactive Outreach Manager plug in are outlined below:
The steps involved in configuring a Dialog Designer Proactive Outreach Manager plug in are outlined below:
Data from an external database can be imported into the Proactive Outreach Manager database by creating a Database data source as outlined below.
Note: A contact group must be created as a pre-requisite step.
Note: After a data source is created, subsequent data imports can be scheduled or obtained using the Run Now option.